Manager, Product Support

About the role

We are looking for a dedicated and strategic Manager of Product Support to lead our support operations and ensure an exceptional customer experience. In this role, you will be responsible for overseeing the daily operations of the product support team, managing team capacity, and driving continuous improvement in our support processes. You will act as the bridge between our customers and the product and engineering teams, staying ahead of product updates and bug resolutions to empower your team and provide consistent, high-quality support.

Responsibilities

• Manage and mentor the product support team through hiring, onboarding, performance management, and continuous coaching.
• Oversee daily operations, including scheduling and capacity management, to ensure SLAs and high-quality customer service.
• Develop and maintain standard operating procedures (SOPs) and knowledge base documentation to streamline workflows and support consistency.
• Define and track key performance indicators (KPIs) to analyze support trends and drive operational improvements.
• Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
• Collaborate with Product and Engineering teams to report and track bugs, while advocating for the customer by sharing ticket trends to influence the product roadmap.

Qualifications

• Bachelor's degree in Business, Communications, Technology, or a related field.
• 5+ years of experience in product support, customer success, or technical support roles.
• 2+ years of direct people management experience.
• Ability to work during PST business hours.
• Strong understanding of product life cycles, bug tracking, and release processes.
• Strong verbal and written communication skills, with a proven ability to navigate challenging customer interactions effectively.
• Proven ability to conduct deep-dive technical root-cause analysis for complex, escalated issues. Comfortable navigating and utilizing tools like Datadog, Mixpanel, Postman, PostgreSQL (writing/running queries), and Chrome Developer Tools to diagnose system, API, and frontend behavior.